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Case Studies : Balfour Beatty Workplace
When Balfour Beatty Workplace, a total facilities management and business services outsourcing company, wanted to optimise its performance across multiple customer projects it established a major National Operations Centre (NOC) to serve as a centralised contact hub for a number of its key clients. Based in Salford Quays, the NOC supports a growing number of organisations including the BBC, Metropolitan Police and UK Power Networks. The business has approximately 10,000 employees supporting the needs of customers throughout the UK.
??Opened in 2010, the National Operations Centre was part of a major Balfour Beatty Workplace drive to combine its multiple client service centres into a single resource capable of delivering a consistent and improved performance for clients. According to Lee Dobbins, General Manager of the Balfour Beatty Workplace NOC: "the concept of a centralised customer service centre was clearly the right model for the TFM sector, and we had built an impressive multi-tenant contact centre facility at Salford Quays to support our clients.
??Although the consolidation happened a couple of years ago, service levels in the Operations centre still needed to be improved when Lee arrived. "Even though we had the right facilities, we still had a lot of work to do if we were to achieve the increasingly high service levels our customers demand. While we had a clear vision for service excellence, it was essential that we equip our customer service agents with all the tools they needed to track client requirements and processes from end-to-end," he added.
??Critical to the success of the migration to centralised operations has been the contact centre technology needed to mesh together the helpdesk and planning functions as well as handling calls and emails. To this end, the company was keen to identify a solution that could offer a dedicated customer handling and CRM system tailored to their needs, rather than an off-the-shelf package that would require expensive implementation and customisation.
Translating vision for service excellence into actions
?"We initially had a contact centre operation in place, but we weren’t making it easy enough for our agents to track processes and really deliver for customers. It was clear that we needed to do more to empower our customer service staff," continued Lee. "We had deployed an integrated contact centre technology infrastructure with the aim of bringing key customer service functions such as call handling, email handling, helpdesk operation and planning together, however both employees and the NOC management weren’t really using it effectively."
??When Lee arrived a year ago he focused on simplifying workflow processes within the National Operations Centre, up-skilling the agent role, and giving agents end-to-end accountability. The team then worked with mplsystems – www.mplsystems.co.uk - on the deployment of a highly flexible helpdesk solution that leverages the company’s iDesktop intelligent desktop solution to draw together a range of different client data to provide agents with a simple and easy-to-use solution for all interaction handling. Using an intelligent desktop approach provides agents with a true, single view of client activities, and since its deployment Balfour Beatty Workplace has seen a massive increase in service levels.
?Enabling effortless customer conversations
?"To make our National Operations Centre really deliver we had to simplify processes and upskill the agent role so that our 110 agents could assume end-to-end accountability for interactions and their resolution," explained Lee.
?The mplsystems approach is particularly well placed to handle the specific requirements of multi-tenant contact centre operations, enabling TFM operators such as Balfour Beatty Workplace to manage bookings and plan jobs across multiple accounts. Working with the iDesktop solution, operations centre agents can manage all contracts and their varying SLAs from a single desktop, with a customised desktop view that guides the service desk through client-specific procedures, and also reports on individual client SLAs.
??The resulting system is designed to make best use of Balfour Beatty Workplace agents’ time and skills, automating workflow and simplifying the contact handling by drawing on client information from the asset database tool. When a client calls the operations centre, the agent screen is populated with relevant case history, a customised script, any SLA details, business procedures and status of all jobs associated with that contract. The agent does not need to access different applications during the course of the call and can quickly transfer the job through to planners for service scheduling.
"Implementing a highly flexible intelligent desktop has helped develop Balfour Beatty Workplace’s pool of agents into a network of client experts, transforming service levels and ensuring that the company can support our clients with end-to-end accountability across both contact and field service operations," explained Lee.
?"Working with a single agent desktop has helped to improve all aspects of our operational performance. We’ve seen a step change in performance improvement – not only encouraging effortless conversations with our customers but also ensuring that we can keep on increasing our service agility," he added. "Applying the functionality of the mplsystems desktop to our streamlined processes is making a real difference – we’re becoming much more efficient at allocating jobs, we’re completing those tasks quicker, and our front-end staff are much more knowledgeable. We’re also starting to see some real KPI improvements."
??Delivering measurable benefits for Balfour Beatty Workplace
?Adopting an intelligent desktop solution paying dividends for Balfour Beatty Workplace, with key benefits including:
- 18 percent improvement in response rates
- 25 percent reduction in rectification payments
- 28 percent improvement in planned maintenance performance SLAs
- £515k cost savings in just nine months through efficiency savings and penalty reductions – already helping to deliver a clear ROI on investment
- Reduction in non value-add calls by some 2,000 per month
?Adding true mobile customer service capabilities
?In addition to integrating contact centre, agent desktop and analytics for Balfour Beatty Workplace, mplsystems is also working on a project to streamline NOC processes even further with the addition of smartphone and tablet-based mobile customer service apps to enable clients to books their own appointments and monitor service status.
??"Now that we’ve built an integrated customer service infrastructure based around our intelligent desktop, it makes sense to extend that functionality further and provide our clients with real benefits in terms of speed and ease of use. Our goal is for customers to be able to submit jobs and check their status with just four key presses from login," concluded Lee Dobbins.?
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mplsystems provides multi-channel contact centre technology, customer experience software and mobile field service technology for sales, service and mobile workforce operations. Our intelligentContact (iContact) technology can be delivered on premise or in the Cloud, automating with business processes and back office applications to reduce costs and enhance the customer experience. All iContact applications can be deployed independently or brought together in one cohesive solution and are flexible enough to fit around the customer handling requirements of even the most complex of organisations. With over 15 years of contact centre practitioner experience, mplsystems now works with more than a thousand clients globally in the financial services, facilities management, retail, healthcare and leisure sectors, enabling them to gain a competitive edge by extending customer contact throughout the organisation. mplsystems is a Gold Certified Partner in the Microsoft Partner network.
Published: Tuesday, December 25, 2012